Senior Advanced Support Consultant

Social Solutions Global

Austin (TX)

In loco

USD 58.000 - 72.000

Tempo pieno

6 giorni fa

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Generatore di candidature

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Descrizione del lavoro

Bonterra is seeking an Advanced Support Consultant II in the United States, with 4+ years in technical support, consulting, or customer success. You will become an expert on client software like ETO/Apricot, respond to complex inquiries, and provide coaching and best-practice guidance.

Cross-functional collaboration and proactive relationship management are key. You will engage with executives and teams to review cases, document activity, and ensure timely resolutions while growing internal

Competenze

4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
Outstanding communication and analytical skills.
Problem solving skills with technical agility and creativity.
Experience utilizing Confluence, Salesforce/Certinia, and Monday.com.

Mansioni

Become an expert in each customers' business areas and software.
Respond to customer calls and emails to resolve complex problems with timely resolution.
Provide coaching and training on best practices and product documentation.
Diagnose and escalate issues to ensure proper resolution.
Meet with customers weekly, bi-weekly, or monthly to review cases and platform needs.
Develop relationships with contacts at multiple levels of the customer organization.
Document all client interactions and time spent in the tracking system.
Support internal team growth through mentorship and knowledge sharing.
Review and document new platform features and share learnings with the team.